Customer Service
- Domestic U.S. Returns Procedure
- Domestic Merchandise Return Procedure (US)
- Cancellation Fees and Deposits
- Refunds-Amount and Posting
- International Returns Procedure (Non EU)
- International Merchandise Return Procedure (Non-EU)
- Exchange rates and conversion fees
- Domestic U.S. Returns Procedure
- We guarantee that every item we sell directly will give you complete satisfaction or you may return it for a replacement or for a refund of the purchase price* (US$), within 30 days of receipt of the item. WE STRONGLY SUGGEST THAT YOU OPEN ALL MERCHANDISE UPON RECEIPT TO INSPECT IT IN ORDER TO TAKE ADVANTAGE OF THIS POLICY.
We have a Wholesale Department, which provides service to direct dealers, as these vendors are responsible to assist their direct customers with returns/replacements.
If you purchased your item directly from Suburban Toys: Customers who purchased directly from Suburban Toys should note that all returns/exchanges must be sent to us and received within 30 (THIRTY) days of the original delivery date of the product to you. The product must be returned in its original box/packaging in the same condition as it was sent to you. This means that the item must be returned intact with figures, accessories, bases, original packaging, outer shipment box as well as in a double boxed shipping carton, if this is how it was sent to you. Returned items that arrive with excessive damage due to improper packing may be assessed a damage product fee, of up to 10% of the product price.
Due to the limited edition nature of our product, we cannot guarantee that the item(s) can be replaced at the time of return or that damaged specific edition numbers can be replaced with the same number. In this case, we would offer a full refund of the purchase price (US$).
We will pay the return shipping cost if the return / exchange is a result of our error such as a defect / damage or an error in filling your order. * If the purchase is being returned for any other reason than those previously stated, the buyer will be responsible for all shipping charges, including those to return the item(s) to us. Refunds will be the purchase price minus any applicable shipping charges. - Domestic Merchandise Return Procedure (US)
- If you are a US resident and have purchased an item directly from Suburban Toys that you would like to return, you will need to obtain an RMA number (Return Merchandise Authorization) prior to sending your item back to us. We cannot accept a return without an RMA number. To begin the process go to our Customer Service Request Area and select ‘Return Request (US Only)’ option and fill out this form as completely as possible. ADD OUR LINK TO FORM
After submitting your Customer Service Request, a Returns representative will contact you with an RMA number and discuss arrangements for the package return. Please allow at least 48 hours for us to process your request and reply to you. Please remember that any inquiries sent during non-business, weekend hours will be responded to on the next business day in the order in which they were received.
Once you have received the RMA number, please write this number on piece of paper and place it within your package. DO NOT WRITE IT ON THE OUTSIDE OF THE BOX. All returns labels, whether supplied or created by you, should be placed directly over the original shipping label on the box. You will then need to arrange to drop it off at a UPS location/ office or have them to pick it up at your location. If the return is due to our error (manufacturers defect or order fulfillment error), we will provide to you a pre-paid UPS return label for your package. If you are returning the item for another reason, then you will be responsible for the cost of returning the item. All returns should be sent to the address below:
Suburban Toys
Attn: Returns / Replacements RMA #:
269 S. Beverly Dr., #1046, Beverly Hills, CA 90212
Please allow 7-10 business days from the date of our receipt of the shipment for your credit card to be refunded or exchange made. Replacement of any item is subject to its availability. - Cancellation Fees and Deposits
- FLEXPAY ITEM CANCELLATION FEES Due to the increased administrative costs of the Flex Pay option, Suburban Toys will charge Flex Pay customers a cancellation fee of $20.00 for cancellations occurring before the first payment date, $40.00 for cancellations occurring after the first payment and before the second payment date, and $60.00 for cancellations occurring after the second payment and before the third payment date. (Based on a 3 payment plan, but fees may increase with number of payments.) If the item’s cost is less then $199, the cancellation fees may be scaled lower in proportion to the final item’s cost.
The cancellation fee will be charged directly to the customer’s credit card. By choosing Flex Pay in placing your order, you will be agreeing to pay any applicable cancellation fee. This is clearly noted on the item’s ordering page as well as during the check out process.
- Refunds-Amount and Posting
- If Suburban Toys is required to make a refund to a customer, we will credit the original purchase price in US dollars (plus shipping where appropriate) to the customer’s account. Suburban Toys will not refund any differences in exchanges rates, from purchase to the time of refund, nor we will be responsible to reimburse any conversion fees assessed to the customer by their banking institution.
If the customer refunded purchase earned them any Suburban Toys Rewards, then the appropriate amount of rewards will be deducted from their online account within 30 days of the refund. If any gift cards or e-coupons were used with the refunded purchase, then these discounts will be voided and will not be able to be reused.
Suburban Toys will generate a refund back to the customer’s banking institution within 7-10 business days after receiving the merchandise into our warehouse, during our normal operating hours Monday through Friday.
Credit card companies may take an additional 7 to 21 days to reflect the credit in a customer’s account. If Suburban Toys has confirmed a refund to your credit card account but the amount has not registered in the account itself, we suggest that you contact your credit card company for more information. - International Returns Procedure (Non EU)
- We guarantee that every item we sell directly will give you complete satisfaction or you may return it for a replacement or for a refund of the purchase price* (US$), within 30 days of receipt of the item. WE STRONGLY SUGGEST THAT YOU OPEN ALL MERCHANDISE UPON RECEIPT TO INSPECT IT IN ORDER TO TAKE ADVANTAGE OF THIS POLICY.
We have a Wholesale Department, which provides service to direct dealers, as these vendors are responsible to assist their direct customers with returns/replacements.
If you purchased your item directly from Suburban Toys: Customers who purchased directly from Suburban Toys should note that all returns/exchanges must be sent to us and received within 30 (THIRTY) days of the original delivery date of the product to you. The product must be returned in its original box/packaging in the same condition as it was sent to you. This means that the item must be returned intact with figures, accessories, bases, original packaging, outer shipment box as well as in a double boxed shipping carton, if this is how it was sent to you. Returned items that arrive with excessive damage due to improper packing may be assessed a damage product fee, of up to 10% of the product price.
Due to the limited edition nature of our product, we cannot guarantee that the item(s) can be replaced at the time of return or that damaged specific edition numbers can be replaced with the same number. In this case, we would offer a full refund of the purchase price (US$).
We will pay the return shipping cost if the return / exchange is a result of our error such as a defect / damage or an error in filling your order. * If the purchase is being returned for any other reason than those previously stated, the buyer will be responsible for all shipping charges, including those to return the item(s) to us. Refunds will be the purchase price minus any applicable shipping charges. - International Merchandise Return Procedure (Non-EU)
- Customers residing outside of the European Union, who wish to return an item, should e-mail the following information to noneureturns@suburbantoys.com with the subject line “INTERNATIONAL RETURN“:
Your full name and order number,
The name and limited edition number (if applicable) of the product, and
Your reason for wishing to return the product and whether you want a refund or replacement. Replacement of any item is subject to its availability.
In the case of damaged product, please provide us with a full description of the damage and three jpgs (photos) no larger than 200K showing the damage. Please follow all of the above instructions carefully to provide us with the maximum amount of information so that we can better serve you. Please allow at least 48 hours for us to process your request and reply to you. Please remember that any inquiries sent during non-business or weekend hours will be responded to on the next business day. Please allow 7-10 business days from the date of our receipt of the shipment for your credit card to be refunded or exchange made. Replacement of any item is subject to its availability. - Exchange rates and conversion fees
- In the event that Suburban Toys is required to make a refund to a customer located outside the U.S., Suburban Toys will credit the original purchase price (plus shipping where appropriate) in U.S. dollars to the customer’s credit card account or with an international money order, if that was the original method of payment.
Suburban Toys will not be responsible for refunding any differences in exchange rates from the date of purchase or any currency conversion or any other fees or charges by banking institutions on the original purchase or the refund.